(2) Tier 2 Deskside / Help Desk Analyst

PlanIT Group is seeking (2) Tier 2 Deskside / Help Desk Analyst's to support our Federal customer in the Washington, DC area. This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM's, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. This position will be hybrid in the Washington, DC area.

Job Title: (2) Tier 2 Deskside / Help Desk Analyst's

Location: Hybrid must be local to the Washington DC area.

Start Date: 07/22/2024

Duration: One year plus extensions

Shift: 11:00 AM to 8:00 PM

Telework: alternating weeks onsite after 60-day training is complete.

6 month - Temp to Perm position (based on performance dictates perm).

Must be able to obtain a Public Trust Clearance

Must be a US Citizen

• Tier 2 Deskside / Help Desk Analyst's This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VM's, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. Additional responsibilities will be assigned as deemed necessary and will include support requirements that may not be listed below.
  
  

Responsibilities

• Provide a high-level of customer service to all customers including effective communication.
• Resolve issues for desktop and laptop incidents and requests in a timely manner.
• Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality.
• Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc.
• Effectively document the resolution process and mentor Service Desk personnel.
• Contribute to departmental policies and procedures related to troubleshooting
• Demonstrate a thorough understanding of departmental policies and procedures
• Work with system and application owners to remediate reoccurring issues.
• Ability to troubleshoot virtualized environments and make recommendations for improved performance.
• Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager.
• Support Windows 10, Mac OS, iOS, and Android.
• Provide IT support relating to technical issues involving Microsoft core business applications and operating systems.
• Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment.
• Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees.
• Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved.
• Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed.
• Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates.
  
  

Required Skills

• Must have min. of 8 years' experience with Windows 10 and in Active Directory Environment.
• Must have 5+ years of experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites.
• Advanced level experience in MAC/PC hybrid environments including mobile devices.
• Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS.
• Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems
• Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.
• Experience in working on a Service Desk team supporting IT services.
• Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.
• Must have min. of 1-year experience with JAMF (SCM platform) and SCCM/PXE for Windows.
• Strong critical thinking skills that facilitate expedient problem solving.
• Strong communication skills.
• Monitor Tier 2 ticket resolution to ensure defined SLAs met
• Update tickets with the latest status
• Escalate the ticket to the correct group if the incident can't be resolved.
• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.
• Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekend.
• Excellent Customer Service
  
  

Experience Level

• Prior Help Desk experience (5 years)
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Technical certifications (Required)
• Technical Degree preferred. (Additional 5 years relevant experience in lieu of a degree is acceptable).
• Authorized MAC certification is also preferred.
  
  

MINIMUM CERTIFICATIONS: (ACTIVE); a minimum of 1 is required

• MCSA
• MCSE
• ACSP
• ACMT
  
  

Clearance

U.S. Citizenship

Must pass background investigation to obtain Public Trust.

Education

Associate's degree in a computer-centered discipline.

High School Diploma